tool description
The interaction table is a diagram supporting the strategic discussion. The starting point for its construction is the traditional storyboard describing the interaction step by step (the blueprint); in this case the storyboard should be expanded with descriptions and images till it becomes a total illustration of the service, a representation where all the resources, the competences and the activities are both shown visually and described verbally.
References:
(2005) François Jégou, Ezio Manzini, Anna Meroni, Design Plan. A Tool for Organising the Design Activities Oriented to Generate Sustainable Solutions, paper
Related
E-CAR POOLING
In the interaction table, the actors (both the users and the service staff) are located vertically and divided by the different lines of interaction: the external line of interaction separates the real users -taking advantages from the service- from the other users involved in the service experience, the central line of interaction separates the users from the figures that are part of the service organization and finally the internal line of interaction separates the front line staff from the back-office. Each actor is the protagonist of a storyboard that illustrates the process with the support of detailed specifications. The process can be read horizontally, actors by actors, in order to get a description of the role and the activities of each figure, but the process can also be read vertically in order to find the correspondences between the activities of the different subjects.